Service Level Agreement (SLA) Analyst Hybrid - Contract to Hire role

Contract to Hire role

Location: Hybrid- 2 Onsite days/per week + every other Friday in Albany, NY

Office Location: Albany, NY

Must be our W2 while consulting

OVERVIEW: 

The Service Level Agreement (SLA) Analyst supports the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program within the Program Management Office (PMO).

• The SLA Analyst serves as a central point of coordination for new, existing, and revised SLAs.
• The role partners with functional teams to translate contractual, business, and operational expectations into clearly defined, measurable, and reportable performance requirements.
• The SLA Analyst combines project coordination, meeting facilitation, business analysis, data validation, and performance reporting. This role is particularly important for SLAs involving complex business or technical processes.

Key Responsibilities:

The SLA Analyst partners with functional teams to:

• Define and document SLA measurement methodologies, including data sources, calculations, measurement periods, exclusions, dependencies, and reporting requirements.
• Assess whether proposed SLA requirements can be reliably measured using available systems and data, and identify changes needed to support accurate and consistent measurement.
• Develop and maintain implementation plans that define requirements, milestones, dependencies, validation activities, ownership, and readiness criteria.
• Coordinate with functional teams and stakeholders to support SLA implementation, validation, monitoring, and ongoing performance analysis.
• Facilitate meetings and working sessions related to SLA development, implementation, validation, and performance.
• Validate data, calculations, metrics, reports, and system-generated results to support accurate SLA measurement and reporting.
• Support the identification and resolution of issues that may affect SLA measurement, reporting, or performance.
• Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices.

REQUIREMENTS:

• 6+ years of relevant professional experience.
• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• Experience in project coordination, project management, quality assurance, data analysis, or a related discipline.
• Experience developing, implementing, managing, or reporting Service Level Agreements (SLAs).
• Demonstrated ability to build effective working relationships with key stakeholders and support functional teams in developing business requirements, operational processes, technical implementations, data validation, and performance analysis.
• Experience validating data, calculations, metrics, reports, or system-generated results.
• Strong organizational skills, with the ability to manage multiple concurrent initiatives and priorities.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Strong written and verbal communication skills, with the ability to communicate effectively with technical, business, operational, and leadership stakeholders.
• Proficiency with Microsoft Excel and data analysis or reporting tools.

Preferred Qualifications:

• Experience with Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), or other performance measurement methodologies.
• Experience with Splunk or similar monitoring, analytics, or reporting platforms.
• Experience developing business requirements, business rules, process flows, or procedures.
• Experience working within a large-scale, multi-team application or operational environment.
• Experience working in healthcare, Medicaid, Health Insurance Exchange, or other highly regulated programs.
• Experience supporting continuous improvement initiatives related to performance measurement, reporting, or operational processes.